The Not-So Great Indoors

I am just getting ready to write Sears as well over a recent incident I experienced.

I purchased from The Great Indoors a new Kenmore Washer and Dryer. I had to wait 2 weeks for them to be delivered as they salesperson said they were unavailable until August 9th.

On 08/09, Sears delivered them. The dryer was wrong so they left it on the truck as the sales person ordered the wrong one. The washer they delivered – the driver said he tested it and left. When I entered the laundry room, there was water all over the laundry room sink and the washer was on the spin cycle.

I couldn’t figure out why there was water in the sink but thought the driver must have washed his hands. When I loaded the washer and turned the cycle to fill the tub with water, no water came out. I thought the valves were closed, but nope. The washer didn’t work.

I called Sears immediately and they said to call the driver to hav e him come back, since he just left, and to make sure the washer was hooked up correctly. I called the driver and he said he couldn’t come back as he wa s out of the area now. Then he said, ‘you are really having a bad delivery day and said to call Sears back and have them handle.’

I then understood why there was water in the laundry room sink. The driver had taken water from the sink and threw it in the washer to make it look like the water worked – when he found out the washer didn’t work. Instead of taking it back on to the truck, he left it.

I was on the phone off and on with Sears customer service and their delivery people as well from 1:00pm. to 8:30pm. that night. I spoke with a different person each time and had to start over regarding the issue each time. I finally got someone to say a new dryer would be delivered the next day, but the washer would not be delivered until a week later.

In the meantime we didn’t have a working washer. The dryer came the next day on 08/10. After washing clothes elsewhere and bringing them home to dry in the new dryer, come to find out, the timer on the dryer didn’t work.

I called Sears and they advised they would send a repairman out. Which was the following Saturday. When the repairman came out, he advised I needed a new timer on the new dryer and he would have to order it, therefore, he said, ask for a new dryer. He told me to contact the salesperson and have them handle since I had so many problems with Sears Customer Service and Delivery. The salesperson said to me when I called her, ‘I don’t know why he told you to contact me, just contact Sears Delivery and they can handle.’

I had called The Great Indoors – Lone Tree – salesperson previously to tell her my experience with Sears Customer Service and Delivery. She told me that she was aware of the poor service they provided as she had heard it from other customers, but there was nothing she could do. I had tried to speak with a manager at Sears Delivery and the customer service rep advised that one would call me within in hour. No manager ever called back……Anyway, we ended up getting another dryer delivered and right now, both washer and dryer are working….how long? Time will tell.

Like Salazar, we had just purchased a Stainless KitchenAid Dishwasher, Slide in range, French Door refrigerator and a Convection Microwave in the prior month at the Great Indoors. But to top everything off, while having dinner with a friend during this episode, she was having a similar experience with Sears in Cherry Creek over a dishwasher, where the salesperson hungup on her.

Our mantra going forward is – no more appliances from Sears or the Great Indoors. We will be sure to tell all our families and friends and anyone else that will listen. Obviously, Sears could care less once the product is sold. After that, the customer is left to ‘rough it’ with Sears Customer Service and Delivery.We can see why Sears has 24 x 7 Customer Service and Delivery.

I wanted to tell you how much I enjoyed your column today about the wonderful customer service at Sears. I’ll share our story just so you know why I was so interested in the column. I have not been in a Sears store since early 1989. We used to purchase all our appliances from them, I have 5 children and I purchased all of their clothes and school supplies there, my husband is a building contractor and he used to purchase all of his tools from them as well. In 1989 my husband fell off the 3rd story roof of a house he was building; he landed on his back on a concrete retaining wall. I will spare you the gory details, but by the grace of God, he didn’t become a paraplegic. He was, however, disabled for two years. The last thing we had purchased from Sears was a freezer and we had about $200.00 left on the balance. After the injury I called everyone we made payments to, mortgage lender, credit cards etc. and explained the situation to them and they were all very sympathetic and helpful and helped me work out a plan to not ruin our credit while he was recoperating. When I called Sears, I explained the situation to them and they wanted to know when they could come pick up the freezer. We got the money together to pay them off and have never set foot in a Sears store since. In fact when we purchased a home a few years ago it had all Kenmore appliances in it and we pulled them all out. I wouldn’t say we’re bitter, but I have spread this story all over the country in hopes of keeping others from the wonderful customer service that is Sears. Thanks for your column. Jo-Ann Hollman

Mike Enright

Mr. Lewis,

I am writing about your column concerning Sears.

I own a plumbing, heating and electrical contracting company. We specialize in residential service.

The story you relate about Sears is not unusual. I hear many stories from our customers whom we service. Some companies understand and some do not. Often their motive is not to satisfy the customer, their motive is to make money.

Believe me, there is nothing wrong with making money. We make money at my company. But, making money is a by-product of taking care of the customer. Taking care of our customers is our main goal. When we accomplish this, the money follows.

Late last year we replaced a furnace for a customer and had problems with it. After the third repair the customer expressed their dissatisfaction and we replaced the entire unit with a new unit. It took one day for a couple of technicians to complete, plus the costs of the new furnace. I lost money but kept a customer. Any smart business person know that taking care of customers is a winning strategy. By replacing the furnace, we made the customer feel whole again.

Obviously, Sears doesn’t care about the customer. This is ultimately a foolhardy way of doing business. One might think this is an isolated incident. Yet not a week goes by that we haven’t repaired work completed by another company.

I had a similar bad experience with the Great Indoors – no service and no one cares about the problems of their customers. With so many problems and no oven I was in search of a store that wanted to sell me an oven and actually deliver it and install it I was told about a local high end appliance company Specialty Appliance in Greenwood Village. They helpped me out in a pinch needed my oven asap for a party and they provided top notch service, delivery and installation and turned my week in appliance hell into a succesful party. I would never recommend Sears or the Great Indoors to anyone – but I would highly recommend Specialty Appliance. Thanks for the help. Emily in Denver

Jill Lee

“Luxury appliance’ and “Cherry Hills Village” are irrelevant. The lady bought an appliance and she expects it to work. You didn’t mention the repair company in the story but I’m willing to bet it was A&E appliance which is Sears default repair service. I paid them $200.00 to not fix my fridge (also purchased in 2004) and they had to come out twice to make sure it wasn’t fixed. I finally chalked it up as a loss and bought a new one. But I wasn’t out $1900.00. I say to Ms. Salazar “you go girl” and I hope she beats them in court. Manufacturers are selling us lemons and refusing to stand behind their products.

Fred Sternburg

Mr. Lewis —

Regarding your Friday column: “Sears Reply Frosts Customer,” I’d like to relay a story involving the purchase of a new dishwasher from Sears.

Like Ms. Salazar, we went to the Great Indoors at Lonetree where, after consulting with a very nice and knowledgeable salesman, we decided on the model we wanted. When I asked the salesman about carting off the old dishwasher, I was told that I would have to do it through a separate contractor and it would probably take a week or so. Since I was already paying a lot for the dishwasher — a Kenmore Elite — I thought it was odd that the installer couldn’t also take away the old one the same day. So we left and continued our comparison shopping at other stores.

Which brought us to Sears. We saw the same model, for the same price and was told that the installer would also take away the old dishwasher. Terrific! Before purchasing, I called the salesman we used at the Great Indoors because he had been so helpful and wanted to give him another chance for our purchase if he would only arrange to take away the old dishwasher when the new one was installed. He told us it couldn’t be done. I even told him that Sears would be able to. He said their policy would allow it and there was nothing he could do about it. So, we made our purchase at Sears and the old dishwasher was taken away by the installer the same day.

Though the Great Indoors and Sears are under the same corporate umbrella, Ms. Salazar may be better off making her future appliance purchases from Sears. The Great indoors may look a lot nicer, but in this case, beauty is only skin deep.

– Fred Sternburg

Jim Reid

I understand that there is a “lemmon” policy that states if you have four service calls (to Sears) within the twelve month guarany period and it is not resolved you get a new appliance. If you have an extended warranty it extends the guarantee. Did anyone execute and take advantage of this policy? Everyone is inconvenienced by malfuntioning products but most cases can be solved outside lawsuits.

Andria Bronsten

I want to thank you for your August 24 column about the trials and tribulations Ms. Salazar is having with Sears regarding her icemaker. I am anxious to hear what happens in small-claims court October 2, and hope you will keep us all posted.

I am particularly interested as I have been dealing with Sears trying to get a refund for a refrigerator. Luckier than Ms. Salazar, we were able to get Sears to declare the first Kenmore refrigerator we bought a lemon (you have to have at least 4 service calls and the trouble must be unfixable). This lead to Sears crediting the cost of the lemon towards the purchase of a second Kenmore refrigerator from them that we found so noisy (Knock, knock. Who’s there? Kenmore refrigerator) that we returned it within the 90 days specified on their receipt. Now Sears tells us they consider the purchase date of the second refrigerator the date the first refrigerator was purchased, which is more than 90 days. At no time did any of the half-dozen Sears customer service representatives I spoke to tell me this was their protocol, and that they would refuse to refund our money for not one, but two of their appliances. This is after spending hours on the phone trying to reach/reason with customer service, repair, and the Sears One Source headquarters in
Illinois.

It is not as much the possibility of losing money, but more the fact that “the customer is always right” does not exist with Sears. They have been incompetent and 100% unhelpful, which is why we returned the second refrigerator, hoping never to deal with Sears again. We bought a Whirlpool refrigerator from a local appliance store so we could deal with real people who stand behind their products and service.

So our fight continues, much as Ms. Salazar’s, and I wonder if there is anyone out there who has had any success getting a refund from Sears and what the trick is. I am heartened to see someone else mad as hell and not going to take it any more. Thanks for reporting on this ethical business matter, and keep up the fine writing!

Tryce Limke

Insteresting article. Thank you for sharing. It took 3 service calls and 3 weeks to repair my 5 month old dishwasher (Kenmore). The first tech also said it should be replaced, saying the motor was burnt out. The second tech decided the motor wasn’t burned out, it was the control panel. The 3rd tech installed the control panel. Interestingly enough the 3 service calls alone exceeded the value of the dishwasher. The control panel, made by Electrolux, added another $120.00. I have always purchased Kenmore appliances, (I am 48), but after this horrible experience I won’t even step in their store, let alone purchase ANY brand they are affiliated with. I did write their office in Chicago of my experience. Of course, I have not heard from them. Sears has gone downhill and should be posted as CONSUMER BEWARE! One at a time I do hope we can make a difference.

kathleen Dudek

I read your Sears refrigerator story withgreat trepidation because at the time we were waiting for a repair call for our Sears refrigerator that we bought in February 2007. As of August 2, 2007 the icemaker quit working. (we bought the extended warrenty coverage) The very first repair date they could give us was August 29, 2007.

I have been waiting for the repair service all day. I have been working from home and on my telephone.

At 2:10 PM I picked up my voice mail to find a call from an 800 number from Sears mentioning something about a tech and then leaving the 1-800-469-4663 number to re-schedule. I called the number immediately and went through 10 minutes of recorded transfers until I finally reached a live person. She advised that the tech was finished in that area and I would have to reschedule.

I explained that I have been waiting all day and was on the telephone. She agreed to contact the repair service and have someone call me to come out this afternoon.

It is now 3:00PM and I am still waiting for a call. Unbelievable

Paul Gregory

Al – I wanted to thank you for your “public service” article covering the horrendous service program offered by Sears. I am living proof that Lorraine Salazar’s experience is was not just isolated incident. We purchased a Maytag washing machine from the local Sears store in Longmont in December 2006, and by May 2007, the transmission (normally good for many years of service) had gone out twice.

Like the Salazar’s, I too had to take Sears to Small Claims Court, and successfully won my case against them – and mandating them to pick up their washing machine and give me full credit. The local Sears store manager actually said at one point “I would like to help you and know I should, but I can’t because it will affect the profit and loss of the store”.

They issued a credit to my credit card the next day. The judge actually made that a part of his final settlement – so it was wasn’t a big issue. If the Salazars paid by credit card – they can get the charge reversed as a dispute – until they go to court.

God bless our legal system – I don’t think many people are aware how really easy it is to take a company like Sears to Small Claims Court.

I read your column on a regular basis and find it to be quite insightful. Thanks again for blowing the whistle on these clowns.

Andria Bronsten

I would like to contact Paul Gregory about your experience taking Sears to small claims court, so if you could please contact me at 303-444-1188 x 222, I would appreciate it!

Henry Siegel

To whom it may concern,

A year ago the Fisher/Paykel double oven I purchased through the Great Indoors required repairs. Since the factory warranty had expired, the extended warranty I purchased through TGI kicked into place. Imagine my dismay when I called TGI for service and was transferred to a Sears representative. My lord…..Sears…the bottom of the retail barrel. Great prices, a result of slim margins and low paid retail and service personnel….essentially the litmus test of “you get what you pay for”.

So after two days and many phone calls I came to realize that while TGI sells upper tier appliances (kitchen, bath, etc) the extended warranties, their attendant obligation to service these appliances fall in the hands of service personnel ill-equipped to repair them.

How do I know this? TGI/Sears ‘out-sources’ the repairs of these upper tier appliances to appliance service contractors who are properly trained and “authorized” by both the respective appliance manufacturer and TGI/Sears. These contracted service companies are the one’s who show up at our door step to ‘mend the fences’, so to speak. My first issue is that when I had a problem with the oven it took almost three weeks to have the unit serviced… and it took several trips because the first two were Sears repairmen, whose language and education were ‘third world’, knew nothing of Fisher/Paykel. The third repairman was a charm….

Here’s the rub….when you fork over your hard earned cash for an extended warranty with TGI/Sears, for these upper tier appliances….you will be paying three premiums.
1. An increased retail price for the privilege of purchasing the premium brand…in my case a Fisher/Paykel oven and double drawer dishwasher.
2. A premium priced extended warranty, as the price of extended warranties are generally scaled along with the retail p[rice of the appliance one purchases.
3. The third premium you’ll pay is the extraordinary amount of time you’ll be waiting to have your appliance serviced.

Was premium 3 simply an anomaly? Nope….my current situation with the breakdown of my Fisher/Paykel double drawer dishwasher is precisely the same…yet with a twist that only a service organization as dysfunctional such as Sears could pull off. On Sunday, December 23rd one of the dishdrawers failed…some electronic stuff, as the small screen keeps flashing different letters and numbers and can’t be turned off. So, on Monday the 24th (yes I know…Christmas Eve) I call TGI and go through the same song and dance again, except it gets worse….

I tell them that I have called Michael’s Appliances to set up and appointment immediately…it is Christmas, we have guests coming.….They are an Authorized Fisher/Paykel Service dealer and by golly…shazzaaam…these are the same guys that came out last time to fix the oven….hey let’s connect the dots so both holiday weeks don’t go by without a working dishwasher….and Michaels tells me they can be here on Friday, December 28th.

They just need an order number from TGI/Sears to do the job…. Well you can not imagine the chaos that ensued when I attempted to explain to a Sears Repair Rep how this might work so efficiently for all concerned…and work particularly well for ME, the person who paid a premium price for both the dishwasher and the extended warranty, but do so desired to avoid, at all costs, the dear price of having to wait two or three weeks for the red tape to be worked out, up back at the Sears Towers. The Sears Rep completely understood what had transpired and most likely sighed in relief that the series of phone calls they would normally be endeavoring upon, would not need come to pass.

Gee, I figured I am pretty smart to ‘cut them off at the pass’ this time…..NOT.

Yesterday I receive a voice mail from a Sears representative telling me that they are still ‘looking’ for a Fisher/Paykel authorized service dealer…….

Hmmm… …..let’s set a side the fact that everything was set up in the Monday call….. I say to myself ….”are these people so inept and disorganized that after 5 years of selling premium appliances and their attendant warranties, that they have actually failed to maintain an up-to-date list of authorized service dealers…just in case a appliance fails under an extended warranty?” Naw…no company could be that incompetent!

After calling the company today and spending over two hours on the phone being transferred around through TGI warranty dept, Sears service and warranty dept…. I then went online to the Sears service site and actually found my service ticket….the information speaks for itself. (see attached) I went on tonight and now my ticket is non-retrievable.

So now I just completely surrendered and quit….except for the large distribution list this correspondence shall find.

….nuttin like over charging, over promising and under delivering…. And I will never purchase from Sears or TGI again.

Henry Siegel

sally

Your experience with TGI and Sears delivery was a disaster, and if I were you, I would be very upset also.nJ.D. has ranked Kenmore appliances #1 in customer satisfaction for four years in a row, so while your experience was awful, it is rare.